Latest / Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint / The Power of Conversation: Boosting Sales and Satisfaction

Transcript

The Power of Conversation: Boosting Sales and Satisfaction · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

0:01
Hello and welcome to the show. Today is going to be another
0:04
noisy episode because it's a full house and also because I
0:06
still have my cold, but I'm on some medication, so hopefully I
0:10
should be well sometime soon. Now today what I want us to look
0:13
at is how we can be making more money in our businesses just by
0:18
using some basic sales skills so that we can explore
0:20
opportunities to upsell, opportunities to cross sell.
0:24
That way we make some more revenue because we're selling
0:27
related items or we're selling some more items and then also
0:32
looking for more ways to give our customers a much more
0:37
pleasant user experience, much more pleasant customer
0:40
experience, and that leads to repeat business and that gives
0:43
us greater revenue. So those are the sorts of things
0:46
that I want us to explore today, how we can be making more money
0:49
in our businesses just by selling our patrons more stuff.
0:53
That's people who are already coming to us.
0:54
Let's see how we can sell them more stuff or different stuff or
0:57
let's see how we can overall improve the level of the
1:00
experience that they have with us.
1:03
So they come back for repeat business and referrals.
1:07
Now the reason why I'm looking at this is because most
1:10
businesses in Nigeria, especially businesses where we
1:13
try to sell over the phone, you don't have a WhatsApp number,
1:15
things like that or an Instagram handle.
1:17
Most people just answer the phone or answer the Instagram
1:21
DM, and then they just give the information.
1:24
They don't ask any questions. They don't make any suggestions.
1:27
And it is my thesis today that when you do that, you are losing
1:30
lots of revenue in your business because you're not taking
1:33
advantage of opportunities. Oh, sorry about that.
1:36
That's the Muslim call to prayer in the background.
1:40
Yeah, that's where that noise is coming from.
1:42
So because we're simply just responding to the phone and just
1:45
giving some basic information, we don't ask questions, we don't
1:47
give any suggestions. There are lost opportunities for
1:50
business and there's also lost opportunities for understanding
1:53
our ICP. And that's the ideal customer
1:55
profile. Because when we have a sense of
1:57
who the ideal customer is, the people who typically hit us up,
2:00
we don't have fresh ideas about what else we can sell to them,
2:03
how else we can go after them, how else we can attract them and
2:09
how else we can add value to their lives.
2:10
So these are the sorts of things that but going to be discussing
2:13
over here today on the show. So if you'd love to connect and
2:16
explore opportunities with me, the phone number is 08064662140
2:23
or you can connect with me on socials.
2:25
I'm on LinkedIn, the name to look for establishing my AIDI.
2:28
Now the reason why I'm talking about this today is because I've
2:31
been doing some research on a resort in Makudi.
2:35
Makudi is the capital city of Benue state where I'll take
2:39
capital city, although my wife will say city, which kind of
2:42
city that Makudi is a town. You know, that's just small beef
2:46
that you know, my wife and I have and I have back and forth
2:49
because she is Isha, a dual state.
2:56
And you know, that area is, I won't say it's tush, but it
3:01
definitely is much more modern than where I come from.
3:04
You know, Bentley State Makudi, my grand grandfather had a house
3:09
in Boko and then the family compound is in Shanghai via in
3:14
Kiwanda local government. So anyway, we just abuse
3:19
ourselves back and forth over these sorts of things because I
3:22
can remember the first time that I went to her village, you know,
3:24
she was talking about village, village, village.
3:27
And then we went there and I was like, they call this village
3:29
because my wife's village, they have tard roads, they have DSTV,
3:33
they have well, they have running water, people have pump
3:36
who have generator. And I was like, look, this is
3:38
not village now, this one is Township already.
3:40
So wife and I, we abuse each other back and forth.
3:44
Anyway, so when you're spending the holidays in Makudi, this
3:48
time when you're spending time with my mum, see, and you know,
3:52
some of my cousins and their kids, things like that, that's
3:55
what we're going to be doing for the holidays because it's
3:56
December 2024 as in term of this recording.
4:01
And wifey has been complaining that I've not been dating her.
4:04
She's been complaining. She's been saying that look,
4:07
that before we got married, you're a romantic guy, you did
4:09
this, you did this. But since we've been married,
4:12
especially since I dropped the kids, you know, no courtship, no
4:14
nothing. In fact, this is the last time
4:16
you dated me, blah, blah, blah, you're not romantic, this and
4:18
this and that. So she's been complaining.
4:21
And then I also heard something similar from a friend of mine.
4:27
Her name is Joy. Sorry, forgive me.
4:28
This code wants to give me. So her name is Joy.
4:31
She's a management consultant and we've been collaborating on
4:33
a couple of things in 2024, also trying to see how we can do
4:36
business in 2025. And for her too, she's had the
4:39
same complaint. And you know, as far as she's
4:41
concerned, you know, we men like where we have thick skulls, you
4:44
know, so before marriage, you know, pursue, you die.
4:48
Then after marriage, you know, we just become a bunch of
4:50
Cavemen. So that's our point of view.
4:52
And then funny enough, even the guys told me the same thing.
4:54
And his name is Julian. He's a client of mine.
4:56
He's the CEO of Crimson Power. They are a solar company.
5:02
They're into alternative energy and they're also rolling out
5:05
something called Energy as a service.
5:07
That is where they make mini power grids for communities.
5:13
So if you're in a part of Lagos, for instance, when they're by
5:16
showing you people shaky, this actually is sort of a solution
5:19
that might work for you guys. You know, they come, they put up
5:22
a small solar plant in the community, all of you subscribe
5:25
to it. And then just like you guys pay
5:26
for Napa bills, you guys be paying Crimson energy, Crimson
5:32
solar, you be paying them bills to provide uninterrupted power
5:37
supply to your community. So my guy Julian said the same
5:41
thing because was like, so what's up now?
5:43
How far end of the year? I'm like, yeah, yeah, we're
5:45
going to spend the end of year with Mumsy.
5:48
And then he laughed. He said, hi, guy, like, look, be
5:51
be serious. OK.
5:52
I say you want to do something cool and then you just carry
5:56
wifey and then you drop by at Mumsy's house that, you know,
5:58
that that's not the way to spice up a marriage.
5:59
So even Julian has challenged me that I need to look for, I mean,
6:07
you understand now. I mean, ways to spice up the
6:10
marriage, you know, make things exciting for wifey.
6:13
You know, we just can't keep carrying these women and then
6:15
just put in a house like that. So excuse me, it's called really
6:19
bad. OK, yeah.
6:23
Anyway, so the back story basically is just this.
6:26
Since we're going to be spending time with marketing now, I said
6:28
OK, let me do some research. Now let's see a nice place that
6:31
I can take wife you to. Because if I'm a Cody and you
6:34
know, mumsy's at home, my auntie's at home, we can just
6:37
leave the kids, you know, with that man, you know, hopefully
6:40
we'll have like 3 or 4 hours to ourselves, you know, go off
6:42
next, go and enjoy a bit and you know, have date night.
6:46
So I started doing some research now and then I noticed a couple
6:50
of things. I saw this place that Two Face
6:52
stayed at. I won't call the name of the
6:54
resort so that it won't be as if, you know, I'm calling them
6:57
out on bad business practices. But I saw this resort that Two
7:01
Face stayed at a couple of months ago, and I thought, so.
7:05
Excuse me. I thought it would be a correct
7:09
place, you know, to take Wifey's because Wifey likes nice
7:12
experiences, you know, fine dining, you know, those sorts of
7:16
things. In fact, for for her, the best
7:18
place I ever took her to was a Greek restaurant.
7:21
I was back when we're still in Aberdeen and we had some Greek
7:25
yogurt. Nothing tastes horrible.
7:28
I mean, I can't have yoga with no sugar.
7:29
But she liked each other. That was the most important
7:31
thing. It's not about me, it's about
7:33
her. Where was I so I lose that 22
7:37
face now stayed at this resort. I looked at the place, the place
7:39
seemed clean place seemed classy.
7:41
I said I say marketing in Benway State we have a place like this.
7:44
So okay, no, I think that has a place then.
7:48
So I did my research and now Sandy WhatsApp message to them
7:55
because I wanted to call but that call button was not there.
7:58
What was there was a WhatsApp button.
7:59
So I just do the easy. I just tapped the WhatsApp
8:01
button and then it opened to the WhatsApp, the WhatsApp number.
8:08
By the way, if you're a business in Nigeria and you haven't done
8:10
this thing, you better do it. I don't know how it was done,
8:13
but better ask around and do it. So then the people want to get
8:17
in touch with you. They can just click one thing
8:19
and then next thing will be your WhatsApp inbox.
8:21
It's a very correct way to start the conversation.
8:23
So for you, the business, the customer is already in touch
8:27
with you live. And apart from that, you don't
8:29
have a phone number so that even if you need to call and confirm
8:32
something, you can actually do that.
8:33
Both options are available instead of leaving that link for
8:37
e-mail. I'm beginning to think that this
8:39
WhatsApp, you know, Click to WhatsApp actually makes more
8:42
sense. But of course, put both of them
8:44
there, put the e-mail link there, put the WhatsApp link
8:47
there. So, so 1 moment, sorry, really
8:53
sorry about that. So where was I?
8:57
So I know what's up business now.
8:59
So I just sent it a message like, are you guys is the
9:02
restaurant open to the public? Now the reason why I asked is
9:05
because this thing is a resort and I've never stayed at the
9:07
resort before. So I don't know what the rules
9:09
are. So I don't know if the
9:10
restaurant is only open to people who are actually staying
9:13
at the resort. So that's why I asked the
9:14
question is it open to the public or not?
9:16
And the person just responded yes Sir, no other comment.
9:20
That was the only thing they responded is this thing over to
9:22
the public? They responded yes Sir full
9:24
stop. So next thing now I sent another
9:28
message I said can you share the menu please?
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And then next thing prep they sent 4 jpegs with no comment but
9:35
all the information was there. Then I now took the initiative
9:40
again and then sent another question no need for reservation
9:43
Abby question mark. Now the reason why I asked again
9:47
is because I'm not a man of the world.
9:49
I don't know how all these things work.
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So I don't know whether for resorts whether you have to
9:54
reserve first or stuff like that.
9:55
So I asked and then the person responded, no, you can walk in
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full stop with no other comment. I repeat, this is how the
10:03
conversation went. I asked is this restaurant open
10:06
to the public? They say yes Sir, nothing again.
10:10
Can you share the menu please? Prom they sent me 4 jpegs with
10:14
all the information. That's another question.
10:17
No need for reservation, they responded.
10:19
No, you can walk in. Full stop.
10:21
That was it. Now this is the typical Nigerian
10:25
attitude. The idea is if they like it,
10:27
they will buy. If they're interested, they will
10:30
come. That's the attitude.
10:32
And in a sense, yeah, they're correct.
10:33
Because excuse me, Because me, I'm the one who's trying to save
10:38
my marriage. Yeah, not as if my marriage is
10:40
in trouble though, because you know, wife is here, so we're
10:43
good to go. But still, let not be as if I'm
10:47
taking her for granted. And by the way, those of you who
10:49
are married or in long term relationships, please, this is
10:53
something I actually need to work on because it's a
10:55
complaint. I've been here not just from my
10:56
wife, but from other people's lives as well and friends, you
11:00
know, like my classmates who are married, Excuse me.
11:03
So let's not, let's not let that happen.
11:05
In fact, my video guy, we're currently working on one
11:08
documentary right now. The documentary is for the
11:12
British Council and we have two running projects.
11:14
We'll be working on it. And so I'll just teasing like,
11:17
hey, how far? Now when I receive the Ivy,
11:19
because I know that he and his baby, they've been getting
11:22
serious. He laughed.
11:24
He said, but now he's on hold for now.
11:26
I said on hold like what happened now what happened?
11:29
He said, you know, as we've been busy now, she said I've not been
11:31
paying hard time that this and this and that and that.
11:34
She's not even answering my phone call when I send message,
11:36
Joshua read she won't reply. So we had that conversation.
11:40
I told her, look, it's like that, you know, it's normal.
11:42
Even me and wifey, we had some of these things, you know, back
11:45
in dating stage, you know, even up to like one month before I
11:50
proposed, you know, me and wife, he was still having some of
11:53
these issues. I told him, you know, there's no
11:55
biggie, blah, blah, blah. That is how you do it.
11:57
This is how you do it. And then I was like, OK, sure,
11:59
no problem. When we finish this project now.
12:01
And that's anyway. So we came up with the plan
12:04
about how he can rescue his sorry about that beeping.
12:07
That's my watch. I set it to beep on every hour
12:09
so I know how much time I've been spending.
12:11
So that's how we're going to rescue the relationship, you
12:15
know, for my video guy. So if it works out and they get
12:19
married, I'll let you know. But for now, that's where they
12:22
stand. So zombie, what I'm just trying
12:24
to say is I look for those very long term relationships,
12:27
especially guys or you're married.
12:29
Please, let's stop letting our babes feel as if we're taking
12:33
them for for granted. So anyway, what I was just
12:37
trying to say is this is typical Nigerian attitude.
12:39
They just answer the question, if they like it, they'll buy.
12:42
If they're interested, you know they will come.
12:44
And so yes, I'm the one who's trying to save my marriage.
12:46
So yes, I will come. But does that mean that every
12:51
single person who sent that WhatsApp message is going to
12:53
come to the business? Does that mean could we have
12:57
handled this conversation differently so that we could
12:59
have made it much more sure that the person will show or could we
13:06
have upsold or cross sold something?
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So that even if I show up on that day and only spend 100K or
13:12
200K, is there a way to make sure that an an average of 100K
13:16
could turn into maybe 300, maybe 400, maybe 500.
13:20
I'm not that level. Yeah, well, I spend 500 on the
13:22
on the night out when I haven't reached yet.
13:24
So you boys that go to the club, I buy.
13:27
I hear that there's bottles that cost like 600 and I'm thinking
13:31
like, are you guys mad? Like how you go and spend 701
13:35
bottle. I really hope it's a joke when I
13:37
hear these sorts of things. But then again I see boys in
13:40
Abuja carrying phone like mobile phone or like 1.2.
13:43
Like what are you guys getting this money?
13:46
Like please plug me into this thing so I can be following you
13:50
guys and spending 700K on a bottle of alcohol or 1.2 on
13:56
mobile phone. Mobile phone that you buy today
13:59
1.2 and then in three months time your son will throw it in
14:01
the toilet. Anyway, don't mind me, sorry,
14:07
this code is just on another level.
14:08
And when I talk like this, my wife says is beef.
14:10
That's because me I can't buy a mobile phone that is 1.2 M and
14:13
that's why I'm just beefing these people.
14:14
But bottom line is, is there a way that we can handle these
14:18
sorts of conversations differently over WhatsApp or
14:23
over and also called Instagram DM and things like that to make
14:28
sure that the opportunities to upsell, opportunities to cross
14:31
sell and the opportunities to confirm that this is going to be
14:35
a deal that is going to close in the 1st place.
14:36
Because not everybody that reaches out to you and says, how
14:39
far are you guys open? Send me menu.
14:41
It's not everybody that is going to come.
14:43
So let's look at a couple of scenarios.
14:44
Now using proper sales perspective or proper business
14:49
development orientation, let's say we can close some more
14:51
deals. Now there are different ways in
14:53
which this kind of thing could have flown.
14:55
But just to illustrate, sorry, one moment.
14:57
Let me check my notes because I wrote these things out because I
15:00
wanted to make sure that I won't forget.
15:02
I found it. So I went to like 3 or 4
15:04
scenarios just to give you guys ideas about how we can handle
15:08
this sort of thing in the future.
15:09
But you know what, I've been sniffing too much.
15:11
This is becoming unprofessional. Let me just pause this thing
15:13
real quick. Let me go freshen up and then
15:15
I'll be right back. OK, I'm back.
15:21
I said let me just freshen up before.
15:23
So you give me two stars and then the reason why you're
15:26
giving me two stars is you say this guy he's always coughing
15:29
into the microphone and blah blah blah.
15:30
You should go and see a doctor. All right, so now let me go back
15:34
to the I wrote that exchange for one moment.
15:37
Let me check my notes. So this is the original
15:40
transaction. This is how it went.
15:43
So I sent a message. Is this restaurant open to the
15:46
public? The person responded, yes, Sir,
15:49
full stop. And now send a message.
15:52
Can you share the menu, please? The person responded for Jpegs
15:56
with all the information. JPEG is just a picture.
16:00
Then I asked, no need for reservation.
16:01
Abby and the guy responded or the girl responded, no, you
16:05
can't. You can just walk in with no
16:06
other comments. Now I'm thinking now this is how
16:10
we should have handled the conversation.
16:12
And I've written out two or three scenarios just to give us
16:15
some ideas about how you handle these sorts of things.
16:18
Now, if you run this kind of establishment and then somebody
16:21
pings you WhatsApp or Instagram and the person says, is your
16:26
restaurant open to the public? You don't know, say yes, Sir,
16:30
full stop. Remember, I've been saying here
16:33
on the conversation, I saw on the conversation on the podcast
16:36
that we should always be engaged in conversations with our
16:42
potential customers, with our potential clients, because that
16:45
is how we'll get to know who they are, what it is that they
16:47
need. And we'll be able to know what
16:49
it is that we need to present to them.
16:52
Because lots of times we have to make a proposal or a
16:54
presentation before somebody buys this whole thing of if they
16:58
are interested, they will buy or if they want it, they will come.
17:00
Yes, it works. And yes, but Nigerians, we need
17:05
to stop this whole, if they want it, they will come.
17:08
I don't have to chase anybody. If they want it, they will come.
17:11
You can build a business like that, but that is low hanging
17:13
fruit. Sometimes you will find that
17:15
just by doing some small work, you can increase your
17:21
businesses. Look, you know what this whole
17:23
thing in the UK that you go and then you are the tail and the
17:29
person says, oh, anything else. This is how this thing started.
17:33
I can't remember because I didn't note the, the, the day,
17:37
sorry, the date of the research and everything.
17:39
But in the early days people found that just by the girl at
17:41
the tail saying will there be anything else sometimes led to
17:45
increases of up to 12 to 30 something percent.
17:50
I repeat, somebody has come and has spent 1000 pounds with you
17:55
and then you ask would there be anything else?
17:58
What's the difference between them leaving and spending 1200
18:02
something or 1300 something? So if I did my math correct or
18:08
simple things like McDonald's, why they say would you want some
18:11
fries with that? So the person comes, they buy
18:13
the thing down the teal and you just ask would you want some
18:15
fries with that? Some people will say yes, give
18:18
me some fries, it's OK, sure, no problem. 5 fries, that's an
18:20
extra £5 or an extra, you know, $5 or an extra £0.50 or
18:25
whatever, you know, whatever it is that it costs.
18:27
So learning how to make a conversation salvo, say
18:32
something back, not just yes Sir, yes Sir, no Sir can lead to
18:35
more opportunities for increased business.
18:38
So in this case, if somebody says is this restaurant open to
18:41
the public, obviously the person is asking because they are
18:44
thinking of coming to the restaurant, wouldn't it make
18:48
sense for you to try and have a conversation around that?
18:50
So isn't just responding yes Sir.
18:52
And full stop. You can say, Oh yes, Sir.
18:54
Would you be coming along with a date or is this for business?
19:00
Some of you might think it's too forward, but actually I don't
19:02
think it's too forward. Maybe it's because I'm of a
19:05
certain age so and because of my experiencing dealing with
19:10
different people along different, you know what if it
19:13
was Misha, I could I can have that conversation no problem.
19:15
And I, I won't feel anyhow, I'll say Oh yes, Sir.
19:18
So would you be coming with a date or are you here for
19:20
business? I'll ask straight up.
19:23
Now the salvo is back in the other person's court.
19:27
By the way, I hope you're beginning to see the
19:29
differences, the beginning of a conversation.
19:31
Now, if somebody says I use this special opening to the pub, you
19:34
just respond, yes, Sir, full stop.
19:36
You don't say anything. That person can just fade and
19:38
not say anything again. Now, we do not know for sure how
19:42
interested they are of coming to the restaurant, whether they
19:44
want to come to the restaurant, whether they're coming with
19:46
their wife or girlfriend or side piece, or whether it's for
19:49
business or they're coming with the governor or maybe you.
19:54
I mean, you never know. So we need to make this in a
19:57
conversation. So is this restaurant open to
20:00
the public? Yes, Sir.
20:01
Would you be coming with a date or are you coming for business?
20:04
And then you keep quiet. I hear what it is that you have
20:05
to say. The customer will respond.
20:08
Let us pretend that they're coming with a date because in
20:10
this case, I'm coming with a date.
20:12
You can ask another question. So are you coming for
20:15
anniversary or are you just trying to make a good first
20:18
impression? And now of course, also makes
20:20
sense as well. Is it an anniversary or you're
20:22
just trying to impress wifey, you know?
20:25
So remember, you don't have to be as formal as I'm sounding
20:27
because for me, I know I sound very formal, but just put it in
20:32
your own words. And then the customer would
20:34
respond. Now when they respond because it
20:37
is anniversary or they're just trying to trip wifey, you cannot
20:41
ask again. Would you like some help with
20:43
crafting XYZ, in this case, XYZ's?
20:46
Any question or anything that is around anniversary or anything
20:50
that is around good first date. So let's say the person who's
20:55
coming with the girlfriend, it's their first day together.
20:57
We say, oh, would you like some help with crafting the perfect
21:00
experience for your girlfriend? And then you hear what the
21:03
person has to say. Based on their response, you
21:06
will now know what it is that you're upselling or cross
21:08
selling. The thing between cross sell and
21:11
upsell basically is this. When you're upselling, you're
21:13
selling something higher. If you're cross selling, you're
21:16
selling something that is adjacent that can be used to
21:18
sweeten the experience. So in this case, let's say it's
21:21
more like a cross sell that'll be happening.
21:24
This is where you will now tell the guy now, OK, you have this
21:27
package of a spa that comes with massage or that you can blend it
21:32
with overnight stay. By the way, for those of you who
21:34
are single, you're not married yet.
21:37
You should not be going to hotel to go and do overnight stay.
21:39
We will talk about in another podcast episode.
21:43
So this is where you now tell the guy that this is our spa
21:46
package. Something, something, something,
21:47
blah, blah, blah. Of course you would have asked
21:49
the guy what kind of baby is she, what does she like, you
21:52
know, these kinds of things. That's how you know what to
21:53
recommend, you know, So if a nice pack stays there or we have
21:57
a salon where we offer complimentary, complimentary
22:03
nail salon, whatever, complimentary pedicure or stuff
22:06
like that. Of course there'll be much more
22:08
opportunities for cross selling there because no how no how if
22:13
the baby Ant is there for manicure and pedicure, which is
22:16
free. I mean, you know how she'll
22:18
definitely see something that she likes maybe.
22:19
And if it's just fixed lashes and to fix lashes, maybe it's
22:23
15K or something now 15K that 55K those whatever, those are
22:27
extra sources for revenue for your business.
22:30
So you see how all these things work.
22:35
Then there can also be some packages that you've worked out
22:38
with a vendor partner. So let's say the guy who is
22:41
coming is like me, because before Wifey and I got married,
22:45
you know who are the level of boyfriend and girlfriend.
22:47
So if the guy's at the level of boyfriend and girlfriend, he's
22:50
bringing Wifey to town, you know, to meet the family.
22:52
But then as per why we're in town, let's just trip, trip her
22:55
a bit. So let her not be as if my own
22:59
village, you know, Makudi, as if my own state, as if we're a
23:02
Bush. We don't have anything.
23:04
Let me show her the sights and the sounds.
23:07
You guys can have a relationship with vendor partners.
23:09
That's for the resort. Now, for instance, where you
23:12
partner with different car companies or taxi companies for
23:15
tourism packages, because in Makodi we actually do have some
23:18
sites. I know it's not as fancy as
23:21
Lagos and it's not as fancy as a doe state, but we do have some
23:26
stuff going on. We have a National Museum in
23:27
Makodi. Yeah, we have one too.
23:30
We also have two zoos. There's the there's the National
23:34
Zoo and then there's a private zoo that our former governor set
23:39
up, which is well, kind of a shame as in my father-in-law,
23:43
the guy really blasted me on that one.
23:45
He said, look, your governor took you, whose money went to go
23:47
and Opus Zoo. You guys can't go after him.
23:50
And yeah, so I have to admit, 10, my popsy, my father-in-law
23:54
is actually correct on that one. But anyway, we have a museum, we
23:58
have a zoo. You partner with car companies
24:01
for a tourism package. These are some things that you
24:03
can sell to the young man who's trying to impress his babe or
24:05
trying to impress his wife so that the person who called at
24:09
first because he only wanted to do restaurant has now been sold
24:13
on overnight package with spa treatment for Wi-Fi and then
24:17
possible tourism of Makudi. Now you can see how you can turn
24:21
1 phone call where somebody would have just only come and
24:24
spent 30,000 in your restaurant. You see how you can turn that
24:27
One conversation is of the person spending 30 or 40K.
24:30
The person might end up 2200 K at the end of the day because
24:33
they came from restaurant, then they booked room, then they did
24:36
spa, then they did massage and then they now did tour of
24:39
Macculey City. Hope you guys are being to see
24:42
how it works and why you should be training your staff on these
24:45
sorts of things. Somebody just pings you and the
24:48
passenger answers yes. No, you just send a proposal
24:53
like that, send information, nothing else.
24:54
You don't make this thing a conversation.
24:56
This is how lots of businesses are losing money and this is how
24:59
lots of you can really, really improve your businesses without
25:02
spending lots of money. Now we have gone over the
25:08
pleasure scenarios. So let's say it is a young man
25:11
who wants to come, who wants to give wifey a good time or who
25:14
wants to show his girlfriend, his fiance that yes Benoit City
25:18
is a small place but you know we might we also have some, we also
25:22
know how to enjoy ourselves. We also more than small.
25:25
Now let's look at it from business perspective.
25:28
So remember what I said, the guy asked is the restaurant open to
25:30
the public and he say yes Sir, are you coming with a date or is
25:34
this going to be for business and the best response always for
25:37
business. Then the next question is OK,
25:40
are your associates local or they would they be coming from
25:43
out of town? The reason why I asked this sort
25:46
of question is because if the associates are coming from out
25:49
of town, then there's opportunity for upselling and
25:51
cross selling. You can let them know because if
25:54
you are bringing people to Bannister to come and do
25:57
business with you, maybe at first you are thinking of
25:59
keeping them in some hotel or keeping them in Mumsy's house
26:03
because my own mom sees house Anyway, when she finishes, she
26:06
made it I think like 3 bedrooms. So you might be thinking where
26:10
am I going to house these people?
26:12
And this is where you now start having this conversation at all
26:14
your associates are coming from out of town.
26:16
Have you sorted out accommodation?
26:17
These are the growing rates that we have.
26:19
We have King Suite, we have this suite, we have that suite and
26:22
blah, blah, blah, blah, blah. And in fact, we have discounts
26:25
for guests if you're housing more than three or four per
26:30
night. You see how you start that
26:32
conversation. Is the restaurant open?
26:35
Yes, Sir. Are you coming with a date of a
26:36
business is business? Oh, are you associates coming
26:39
from out of town? Well, actually, yes, they're
26:40
coming from out of town. Have you sorted out
26:42
accommodation? We have this package.
26:44
This package, that package. How many of them?
26:46
Oh, there are 70. Fantastic.
26:48
At 7, I will be able to give you a 19% Christmas discount because
26:53
this is the end of the year, you know, and you started that
26:55
conversation and then when that one is done and the person has
26:59
paid, you will now ask again, would you guys be needing
27:02
needing business rooms or conference rooms while you are
27:04
here So you go can deliberate in peace and quiet.
27:07
We have facilities for projector this link that link Zoom
27:13
meeting, you know everything that whole whatever you start
27:17
that conversation too. There are also possible
27:19
conversations about corporate retreats.
27:21
No, we also do corporate retreat packages for business is
27:25
something you know the opportunities are plenty.
27:28
There are plenty, but a whole bunch of you are losing money in
27:31
your business is just because somebody will ask you is this
27:34
restaurant open to the public? You just say yes and then you
27:36
just leave it like that. Start a conversation.
27:39
Sales is just having conversations with strangers and
27:43
this is how you find have conversations with strangers.
27:46
It's like tennis, back and forth, back and forth.
27:49
They say something, you say something back, you loop it into
27:52
their court. Is this restaurant open to the
27:53
public? You know, just say yes Sir and
27:55
then full stop. They will say yes, Sir and then
27:57
full stop. And the person doesn't send
27:59
another message. How do you know that this person
28:01
is interested? How do you know they're coming
28:02
to Common Lodge? How do you know what are the
28:05
extra services they need or they don't need?
28:07
So yes, Sir. And my own suggestion, are you
28:09
coming with a date or is this going to be business?
28:11
I've given you two or three scenarios about how this
28:13
conversation can go. Now.
28:15
If you sit down with your guy in the business or if you happen to
28:18
call me in to have a session with you guys to try and sort
28:21
out these sorts of things. Come up with simple frameworks
28:23
about how with every single point of customer contact, you
28:26
guys could be maximizing the conversation.
28:29
Looking for ways by which you can make the customer experience
28:31
much more pleasant, provide them much more value, and then by
28:36
that also give you much more opportunities to sell some more
28:39
stuff. If we sit down and we're
28:42
brainstorming this thing, we can come up with much more options.
28:44
It's not it's it's not that hard.
28:46
It's not that hard. Now see some of you might say,
28:50
look, all of this is is work. We're talking, talking, talking.
28:52
That is not worth the hassle. But let me show you guys this.
28:56
Usually people don't think about it, but look at it this way.
29:00
Let's say the average customer, every time they ping you like
29:03
this is restaurant open and you just say yes, Sir, full stop.
29:07
They end up sending 120K no problem.
29:11
You're thinking this is not worth the hassle because for the
29:13
people that's respond and they come because they're interested,
29:15
they spend 120K. If you put all of this my extra
29:19
tips into this thing, are you coming with a date?
29:21
Is this going to be for business?
29:22
In all these small small conversations and at the end of
29:24
the day, you're able to get the spend up from 120 K to maybe
29:28
they now spend 136 or 140 on average.
29:32
You might say all this talk just to make an extra 16 K is not
29:36
worth it. OK now listen up.
29:40
At first the person wanted to come and stay in the restaurant.
29:43
He and wifey, they do 120K. But because you mentioned about
29:47
saloon and spa, maybe wifey will enter there, do her nails and
29:51
then maybe do pedicure and she ended the end up sending 136.
29:55
You think 16 K is too small? Think about it, if you're an
30:00
establishment like this and on average you get 100 customers
30:02
per month. If each person is spending an
30:05
extra 16 K, that is 1.6 M 1.6 million in a month. 16 K on its
30:14
own is small and might not seem like it's worth the effort, but
30:18
The thing is you are a resort. This is hospitality here.
30:22
So if you have 100 people, an extra people and they spend an
30:25
extra 1.6 M, an extra 16 K, that is 1.6 million naira.
30:31
If my math is correct. The reason why this is good and
30:36
is worth is because this is extra revenue that you are
30:40
getting from your customer service person, from your sales
30:45
boy, from your sales girl, from your whoever.
30:48
So whoever it is that is holding the Instagram, whether her name
30:51
is in kitchen or the name is in God heeded or the name is taking
30:53
me, they are already on the phone.
30:56
You have already paid them salary.
30:58
They're your customer service Rep.
30:59
They are already there, you're already paying them salary.
31:04
If they're asking all these small small questions and at the
31:06
end of the day you're able to make an extra 1.6 M in a month,
31:09
it is not bad. Especially since this is extra
31:13
revenue that you will make without paying money for Google
31:17
ads, without paying money for Instagram ads, without paying
31:21
money for Facebook advertisement, without printing
31:24
Flyers, without prospecting, without going to people's
31:27
office, without running up and down looking for business.
31:29
This is already money that is on the table that you guys are just
31:33
not milking. So at the end of the day, you
31:36
say they only spent an extra 5K. You know it's not worth it.
31:40
5K10K is something for those of you in this space because you're
31:45
going to be making it on the most of customers that come in.
31:52
So summary, train your staff to capture these low hanging fruit
31:57
because all of this one is just low hanging fruit.
31:59
Somebody who called in, is the restaurant open?
32:02
You have no idea. The best one might just come in,
32:06
eat, and then leave. But you might be able to.
32:11
You might be able to increase. Remember when I keep talking
32:14
about how you grow your business, you get people to come
32:16
back again and again and then you get people to spend more or
32:21
you increase this price that they spend with you over time.
32:25
This is an easy one when it comes to getting people to spend
32:29
more. You have a resort, you have a
32:31
restaurant. The restaurant has other
32:32
services. You're not going to know what
32:34
else the other people need until you talk to them, engage in a
32:37
conversation with them and you know the opportunities for
32:40
upsell and for cross selling. And you're not going to know the
32:43
way you can add value to their life until you engage them in
32:45
the conversation. For the person who is coming for
32:48
business, there's a way that you can add more value to the
32:50
person's life or to the person's business arrangement and you
32:53
will charge accordingly. For the person who is coming,
32:56
because it's a personal thing and it's a date, you will be
32:58
able to charge accordingly. Anyway, I am glad that this
33:04
person is not well versed in sales so that on that day I can
33:09
just go there. We'll head to the restaurant and
33:11
then when we're done, we will leave.
33:12
Because to be honest, if somebody were to show up and the
33:17
person want to have skill and the person wants to say that,
33:19
oh, I hope you enjoyed the meal. Something, something, something.
33:23
No, Madam, have you heard of our something, something package?
33:26
I actually will be in big trouble because for me, let me
33:29
know like I already budgeted in my head the amount of money that
33:31
I want to spend. So if I can go there and spend
33:34
that amount and then we leave, I'm fine.
33:36
But I know that if any of these idiots happen to be good at
33:38
sales and they come there and say, oh, Madam, we have this,
33:40
Madam, we have that in my mind of like child, I'm finished this
33:43
extra money that I was keeping. This is how this money will wash
33:46
because no, how, no how. A good meal is nice, but I'm
33:52
sure wifey wouldn't mind sitting down having a good pedicure with
33:55
a nice glass of, you know, I don't know, fruit juice, wine,
33:58
smoothie or whatever while getting your hair and
34:01
fingernails done and stuff like that.
34:03
So for those of you who run these kinds of businesses,
34:07
Nigerian men, we're actually very grateful that you're not
34:10
good at business because that means we can come into these
34:12
establishments. And if we have budgeted that,
34:14
look, I'm not going to spend more than 92 K, we'll only spend
34:17
92 K on the dot. In fact, if we can get away, if
34:21
we come there and we have budget of 92 K and we end up spending
34:24
only 51, we're happy that we just spend only 51 and then
34:27
leave. So we're actually doing it.
34:29
They're actually doing us a favour by not being good in
34:31
business. For those of you who don't like
34:32
spending money, you're doing us a favour, but you're not doing
34:36
yourself or your guy or your shareholders or your whoever any
34:42
favours by not learning these things.
34:45
So train your staff, train them up.
34:48
This is low hanging fruit. This is not hard.
34:51
And these are just some simple avenues that we can make more
34:54
money for your business in the coming year if you just learn
34:58
some simple, simple, simple WhatsApp, phone call, texting,
35:05
simple conversation skills. This is how you get to know who
35:09
your customers are. This is how you get to build
35:10
relationships with them. This is how you get to figure
35:12
out what it is that they want. This is how you get to see what
35:15
other things can I provide to them that will add much more
35:19
valuable to their lives, that will give them a much more
35:21
pleasurable experience and how we can charge accordingly.
35:24
So very, very, very simple. So over 30 minutes, then just
35:28
bring it to a close. So thanks for the time and
35:30
attention. I'll catch you guys tomorrow and
35:32
hopefully by then the medication will kick in so that we'll have
35:35
too much fume, fume and sniffling and all of that.
35:38
So you all have fun and I hope that it's been a wonderful 2024
35:44
for us all. I mean, it's been rough, you
35:46
know, with the fuel increase and then all of that.
35:50
But it's my hope and my prayer that we've been able to wrap
35:52
this up good. Well, considering how the year
35:56
went, it's my prayer that we've been able to wrap it up
35:58
relatively nice ish and that we're all looking forward to
36:03
good things. I'm planning for good things to
36:05
come in the year 2025. So thanks for listening again,
36:09
especially since you guys have accompanied me to well over 1000
36:14
episodes right now. Thank you very much for the
36:16
love. Thank you very much for the
36:18
support. So really shouting out.
36:20
I love know you guys, Daniel. Oh, I don't know if I shouted
36:25
this guy out. OK, OK, I didn't.
36:29
Anyway, shout out to Daniel Oro Oro, and I'm not pronouncing
36:34
your name correctly. He's a sales consultant,
36:36
outbound sales consultant based in Abuja, Nigeria.
36:39
Discovered the podcast on Spotify and they reached out to
36:42
me on LinkedIn. He said that this podcast is an
36:44
absolute banger. And he also said that the
36:47
podcast is gold. Thank you very much for the
36:49
comments. It really warms the cockles of
36:51
my heart and and really encourages me to keep on doing
36:55
what it is that I do. So thank you very much to folks
36:59
like Daniel Oro and those of you listening to the podcast right
37:01
now who have accompanied me to over 1000 episodes so far on the
37:05
podcast. Thank you very much for your
37:07
time and attention. And I hope you guys hang in
37:08
there with me for another 1000 episodes or how many episodes
37:12
that we have together. And I'm hoping that you guys
37:15
will find value out of this to help build your businesses in
37:19
very, very small ways. So in fact, well, not just very
37:24
small ways. I mean, you get the point.
37:26
I mean, the easy things that are easy to implement, implement it.
37:29
Let it boost your business. So if you'd love to connect and
37:32
explore opportunities with me, the number again is 08064662140.
37:38
The country code is +234. And connect with me on LinkedIn,
37:42
the name to look for establishing my IUD.
37:44
Thank you very much for your time and attention.
37:45
I'll catch you guys tomorrow.